Trial Period Ended and Charged Without My Knowledge for Months

New Here ,
Oct 07, 2021 Oct 07, 2021

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Hi There

 

I set up a trial version for Adobe Premiere Pro earlier this year and cancelled at the end of the period

 

However I have recently recieved and email from Adobe claiming my card details need to be updated and I maybe charged a fee

 

This was a shock as I have had no communication since ending my trial and through further digging I realise I have been charged every month since April with no email from Adobe to suggest this was the case 

 

To my knowledge I can cancelled as per the terms of the trial and find it astounding that Adobe have moved me onto the paid version with zero communication at all. This is a highly cynical practice that I find abhorrent from a business 

 

I tried to cancel immediately but was then told I would have to pay for an early termination fee of £60 as I was 'in contract'. I find this utterly unacceptable as I had no knowledge that Adobe had not cancelled and I haven't used or even accessed the application in question since the trial period 

 

I tried to follow the steps to reach a real human to discuss in more detail as it appears you can according the support centre, however I just get put in an endless loop referring me back to the FAQ page. Again this is lazy and dreadful customer service 

 

Please get back to me as soon as possible to cancel this service as I had not consented to its continuation & I expect a full refund of all charges that have gone out without my knowledge 

 

Kind Regards 

 

Lucy Jennings

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Community Expert ,
Oct 07, 2021 Oct 07, 2021

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This space is provided by Adobe, but it is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Community Expert ,
Oct 07, 2021 Oct 07, 2021

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You can also contact them by phone, which might be more useful for a billing question. 

 

Like most companies, contact with a real person can take a bit of time to get. Please be patient as the CSRs have no control over that.

 

PHONE: You can search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html

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